03 Mar
IT Help Desk Technician
Idaho, Idahofalls , 83401 Idahofalls USA

Vacancy expired!

The IT Help Desk Technician I on our Help Desk team reports directly to the Help Desk Supervisor providing support to diagnose and resolve problems with computer hardware/software, and peripherals at the desktop/laptop level.

Responsibilities
  • Acts as single point of contact (SPOC) for all customer interactions with TSS
  • Provide coaching and education to users on self-help tools that may be applicable to the user’s problem
  • Management of user incidents and service requests from phone calls, emails, voicemails, chats, or self-submit
  • Perform return-to-service (RTS) activities of incidents and request fulfillment
  • Gather triage information from user to fully understand and troubleshoot the issue
  • Check systems availability and connectivity via monitoring tools
  • Log contacts in ServiceNow, opens incident tickets to capture the symptoms of the issue, and records error messages and activity logs into the incident ticket
  • Monitor self-submit queues and perform initial problem verification, contact the user who submitted the incident
  • Takes and records appropriate actions to resolve the incident
  • Utilizes standardized written procedures, scripts, and knowledgebase articles to resolve common issues
  • Ensure issues are expedited based on priority
  • Incident and service request logging, routing, and reporting in ServiceNow based upon defined policies/procedures
  • Resolves undocumented issues under direction of, and with the assistance of, mentor and senior representatives
  • Accesses Workplace Support Group to engage subject matter experts on resolving complex issues and utilize updated process and procedures
  • Reports issues that are not in the KBA’s, documents solutions, and drafts new KBA’s for approval
  • Communicate with the user to set a date for when the work shall be completed and complete the work by or before the scheduled date. If changes to the anticipated completion time occur (e.g., other higher priorities arise, the user is out of the office on business travel, short-term disability, etc.,), communicate with the user and establish a new date.
  • Provide consistent user experience regardless of the channel used
  • Tickets and resolutions are reviewed by mentor and/or technical lead daily
  • Always maintains a professional and courteous demeanor providing timely, respectful, and thorough customer service. Provide continuous communication with the most appropriate method to team members and clients.

Requirements
  • High School Diploma or equivalent and 12 months of customer service experience is required.
  • Knowledge and ability to utilize computers and related technology efficiently
  • Experience in a help desk or call center role is preferred
  • Excellent customer services skills
  • Basic troubleshooting and problem-solving skill
  • Experience with Microsoft Windows operating systems and products (required)
  • Linux platforms (desired)
  • Experience supporting Macintosh hardware and software (desired)

Essential Physical, Mental, and Emotional RequirementsPhysical, mental, and emotional stamina to perform the duties and responsibilities of the position; manual dexterity sufficient to write, use the telephone, business machines (including computers and printers); vision sufficient to read printed and online materials including knowledge base articles (KBA’s), work reference materials, troubleshooting guides; hearing sufficient to conduct in-person and telephone conversations; speaking ability in an understandable voice with sufficient volume to be heard in the normal conversational distance, on the telephone; physical stamina sufficient to sit for prolonged periods of time; physical tolerance to be exposed to air-conditioned space; emotional ability to work respectfully and professionally with teammates and customers in a fast-paced and at times stressful situations; mental acuity to collect and interpret data, define and solve common problems. Requires consistent and regular attendance.

Great things happen when you have the CRI Advantage!CRI has a family-oriented company culture and is family-owned. Our management team believes employee growth is equally important to company growth and offers many types of learning opportunities and free training for industry certifications from online educational portals to self-directed funding for individuals. We work on unique projects including supporting missions involving national security, energy research, law enforcement, transportation, and health and welfare. We are headquartered in the Pacific Northwest (Boise, ID) with offices in Idaho Falls and DC.Our corporate mission from the very beginning has been to make a positive difference in people’s lives Provide freedom of choice in benefits packages.CRI employees have access to a variety of different plans under United Healthcare Medical and Dental including low to high deductible options. There is no waiting period for the UHC plans.

Paid Time Off (PTO)
  • Year one, 1.54 hours awarded per pay period (40 hours for the first year)
  • On one-year work anniversary, a lump sum of 40 hours
  • Two to five years of service, 80 hours are awarded each year as a lump sum, based on the anniversary date.
  • Five to fifteen years of service 120 hours are awarded each year based on the anniversary date.
  • After fifteen years of service 160 hours are awarded each year based on the anniversary date.
  • Up to 56 hours of sick pay

Holiday
  • Ten (10) paid holidays are awarded per year.
  • These include New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
  • Four (4) other holidays are provided during curtailment between Christmas and New Year’s Day. (CRI may substitute for any of the named holidays another day off with pay.)

Retirement
  • VOYA 401(k) Retirement Savings Plan
  • No Waiting Period
  • Invest pre-tax dollars and ROTH after-tax dollars, up to IRS-regulated annual maximum allowable.
  • CRI pays all administrative costs except the Mutual Fund charges that reduce the investments Net Asset Value, recordkeeping fees, and individual fees related to distribution requests.
  • Company matching of .5% up to 1%

(This is a reference guide to CRI Advantage benefits. Benefit levels are subject to change.)

Vacancy expired!

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